This document is created to set out the expectations expected from members of public and the car park volunteers in order to have efficient events at our mosque.This document is divided into five parts:
1. Expectation from the public.
Members of public are very important in all our events. We would like all those visiting our centre to get an efficient service. This is achieved by volunteers coming forward sacrificing their time and helping out. It is our duty in turn to be polite to them, respect them and to follow their instructions in order to help them serve the community.If any member of public requires further assistance during the main programs, they should contact the Head Car Park volunteer (Hussein Hirji) for a special arrangement. Please note all cases will be dealt with individual merit. If you feel you have not been given a right decision then please follow the complaints procedure.
2. Expectation from the Volunteers.
Being the first and last individual the public meets, we should always give a positive impression of our volunteers and our community. All volunteers should be polite, courteous, show empathy to all members of public and try their best to assist individuals with requests. All individuals visiting our centre should be treated equally. The Head Car Park volunteer is responsible for all his volunteers. If the volunteer is involved in a dispute or damages any individual’s car, the head of duty should be contacted who will resolve the issue.
3. Car Park Rules
The following rules will be in place to ensure we all have an efficient service:
- Please follow the directions/instructions given to you by the volunteers. If you require a space to leave early or for any other reason, please speak to the volunteers concerned and they will try their best to assist you.
- Please leave your keys in the car or hand them to a volunteer if you are blocking other vehicles.
- Please park in allocated car spaces unless directed by a volunteer to park elsewhere. DO NOT park anywhere where there is no allocated parking space.
- Stopping to collect and drop passengers on Clifton road should be avoided at all times as it disrupts the flow of traffic, and you may be asked to move.
- Avoid parking on the double yellow lines outside the mosque (Clifton Road), as the volunteers may not be held liable in an event of a council ticket been issued.
- If you accidently damage any car, please inform the car park volunteers so that they can help deal with the situation.
- Please do not move any car that does not belong to you in the car park.
- If the volunteers are not there or are late, please park sensibly and not at the front as you will prevent the maximum usage of our car park. This will save you being called out to move your vehicle.
- Please do not park at the edges of the entrance and exit gates to allow vehicles to come in and exit the premise safely as they sometimes reduce visibility of oncoming traffic. Use of cones maybe operational to enforce this.
- You may not be allowed into the car park once full and when the gates are closed (to protect individual cars).
- During the programmes, when requested by the volunteers to go inside the Mosque or the Imambargha, please do so immediately.
- If the Imambargha is full and you are directed to the mosque or Syeda Zainab hall, please follow their instructions.
- Children or Youths roaming around the compound during programmes will be asked to go inside the Imambargha or Mosque. Those who do not follow the request will have their parents informed by the Complaints Officer.
- Members are requested to bear with the volunteers at all times, particularly at the end of the programme and they will try and move the cars as soon as they possibly can.
- At the end of the programme, if you require collecting any persons from inside the centre, please ensure they are out in order to keep the traffic flowing, hence avoiding delays.
- Individuals constantly breaching the above rules will be referred to the car park Complaints Officer.
4. Complaints Procedure
Most of our events pass smoothly but if there are any issues or complaints, these should be directed to the Complaints Officer. This is a member of the Executive Committee with this portfolio. Complaints can be in two forms: verbal and written.
For verbal complaints, the following procedure should be followed:
- All verbal complaints should be dealt with within 48 hours.
- All complaints in relation to the car park should be headed towards the head Car Park volunteer, who will gladly resolve the complaint. If you are not happy and would like to raise it further you can speak to the Complaints Officer who will then resolve the issue.
- If you are not comfortable speaking to the head Car Park volunteer, you can speak directly to the Complaints Officer.
- The complaints letter should be forwarded to the Complaints Officer who will acknowledge the complaint within 7 days.
- He will then investigate and reply formally to the complainant within 28 days.
- If at all the complainant is not happy with the response, the complainant should respond to the Complaints Officer explaining their disappointment and the Complaints Officer will then discuss this with the President who will then either speak directly with the complainant or arrange a meeting to resolve the issue. A formal response will also be sent. The second stage should be completed in 28 days.
The Complaints Officer is also responsible to deal with individuals who persistently breach the rules. These individuals will be referred to him by the Head of Car Park Volunteers. This could be a verbal conversation with the individual to raise the issue. If the incident continues to happen, then a formal letter from the President will be sent to the individual regarding the issue detailing any response.
All complaints should be recorded in the complaints book with the details of the incident and how it was resolved.
5. Interaction with other volunteers.
Car park volunteers play a great role along with our other volunteers. They should work as a team in all situations when required to. If there are any issues, this should be raised with the Complaints Officer who can resolve them in order for the volunteers to work as a team.
“We Promise to treat you fairly, courteously and with respect at all times”.